| dc.description.abstract | The role of trust over the evolution of IS outsourcing relationship is of significance to the fields of information management. However, the dynamic nature of trust in these types of relationships has little been subjected to rigorous empirical examination in the literature. Therefore, this dissertation attempts to fill this void by examining the determinants and consequences of trust between users and vendors of IS outsourcing services at two phases (initial trust phase, subsequent trust phase).
The theoretical framework integrates previous research findings from trust, project management, and psychology literature. In particular, the dissertation examines the dynamic nature of trust across deferent transitional phases encountered during these relationships.
A survey instrument is developed, and administered to collect information from users of 13 IS outsourcing projects. The theoretical model was analyzed using path analysis. The results support 12 of the hypothesized relationships between the determinants and consequences of trust. Data analysis reveled that initial trust was influenced by faith in humanity, trusting stance, reputation, and contract completeness. Subsequent trust was influenced by communication quality, system quality and psychosocial outcome. In particular, an indirect effect(full mediation) of initial trust on subsequent trust via communication quality, system quality, psychosocial outcome was found.
The implications and suggestions of this study are discussed. Contributions of this research to information system management include a deepened understanding of the process of trust formation and maintenance within IS outsourcing setting, an examination of the multidimensionality of the trust construct. In addition, this research should provide guidelines for IS vendors involved in these types of relationships to influence trust formation within their relationships. | en_US |